At Baylor, we put our patients at the center of everything we do. We call it patient-centered care. This month, Baylor Health Care System is pleased to join other organizations from around the world in commemorating the sixth annual Patient-Centered Care Awareness Month.
The theme this year, “Building Patient Confidence,” emphasizes the importance of communicating with patients about their health history and goals, maintaining a personal health record and identifying a loved one as a care partner.
By embracing and implementing patient-centered models of care, Baylor is leading a transformation of health care.
“As a health care system committed to providing patient-centered care, we want every patient to expect more,” says Terri Nuss, Baylor Health Care System Vice President of Patient Centeredness. “We want them to expect to be treated as partners in their own care.”
“We want them to expect open communication and ample information about their treatment in language they can understand. And we want them to expect that when they go home, they will feel prepared to confidently manage their health care needs.”
Leading the transformation
As part of the transformation to a patient-centered model of care, Baylor has implemented specific changes designed to meet individual patient needs and improve the patient experience.
These initiatives include:
- Baylor has removed visiting restrictions and barriers that keep patients and loved ones apart. Baylor now welcomes the patient’s care partners to be with their loved one 24/7.
- We’ve improved communications through regular “rounding” on patients to ensure their health care needs are met and questions addressed in a timely manner.
- We invite patients to be members of the care team during multi-professional rounding and bedside shift report.
- We’ve followed the patients home with CARE calls to see that they have all their questions asked and needs met. These calls help ensure patients have a safe transition from hospital to home and continue in the healing process to the best possible outcome.
Our patients show the way
To ensure Baylor continues to view patient care from all vantage points, volunteer patients and family members are invited to join our team and participate as advisors on our councils and committees.
Their ideas and suggestions influence decisions and help shape the processes to ensure patients stay at the center of everything Baylor does.
Connie Schaffer, a System volunteer adviser working with a group on physician education, shares her experiences:
“Having the opportunity to talk with the patients has been a privilege. It is inspiring when an organization the size of Baylor trusts outsiders to help them determine the quality of their care and services. It has also been warmly received by the patients, who have an opportunity to voice their opinions, give praise and make suggestions for improvement to someone who is not directly responsible for their care.“
Cindy Cassity, a patient safety manager who has been working with an advisory group that recently celebrated a two-year anniversary, says:
“Our advisors are still teaching me how important it is to have the patient and/or family at the table when discussing patient care topics. I have learned that we must involve them as equal partners of care to be truly patient- and family centered. At times, this might not be easy for health care providers, but it is always the right thing to do.”
Karin Campbell, an ICU nurse at Baylor Regional Medical Center at Grapevine, is proud of her hospital’s transformation into a patient-centered facility.
“We just returned from a Critical Care Conference, and a large audience of ICU nurses was asked how many units allowed family to visit 24 hours with no times closed. I can proudly say I believe we were the only ones who raised their hands. They were even shocked to find that we had no limitation on number of visitors and age. My, how far we have come. It seemed so weird to hear hospitals are still putting such limits on family.”
The butterfly was chosen as the patient-centeredness logo to remind us that while the process of transformation is gradual and at times challenging, with patience, creativity and perseverance, the results can be beautiful, vibrant and uplifting.
This year, Baylor’s Office of Patient Centered Care asked facilities to develop and display posters outlining their patient-centered initiatives. Posters will be displayed during the month of October.
Contact:
Jennifer McDowell, Marketing & Public Relations
Jennifer.McDowell@baylorhealth.edu
214-470-1374
About Baylor Scott & White Health
As the largest not-for-profit health system in the state of Texas, Baylor Scott & White is empowering customers to live well by reimagining traditional healthcare — creating more convenient, personalized and informed experiences. It serves more than three million customers through 53 hospitals, including flagship academic medical centers in Dallas, Fort Worth and Temple; the Baylor Scott & White Research Institute; 1,300+ access points; 59,000+ team members; and its leading digital platform — MyBSWHealth. The system's award-winning employer solutions include Baylor Scott & White Health Plan, Baylor Scott & White Quality Alliance and Levanto — a company offering digitally enabled health products. Founded as a Christian ministry of healing more than a century ago, Baylor Scott & White's mission is to promote the health and well-being of all individuals, families and communities. For more information, visit: BSWHealth.com
